Printer Troubleshooting

Setting Up Your Printing Device

Installation

1. Ensure your printer's power cord is plugged in and the power is ON. Look for any loose connections in the adapter or cable and get those fixed.
2. For inkjet printers, make sure the stock is all set. For label, direct thermal, and thermal transfer printers, ensure the ribbons and sensor are neatly assembled and free from dust.
3. Ensure your printer is up to date with the driver settings. Depending on the device you're printing from, make sure compatible driver files are available (especially for Windows).
4. Based on the badge label size and type, choose the printer options accordingly and ensure all the details, such as media type, resolution, and media tracking, are set correctly.
5. Look for paper jams or any obstructions in the paper feed path.
6. Check for low or empty ink or toner cartridges and replace if necessary.
7. Ensure there is sufficient paper in the tray and it is correctly loaded.

Operations

1. Calibration: For direct thermal and thermal transfer printers, try auto-calibrating the device to avoid printing out blank labels. If auto-calibration fails, perform manual calibration and ensure your sensor and ribbons are positioned correctly as you insert the labels.
2. When calibration issues arise, remove the labels from the printer, go to the settings menu, and tap the "Restore Defaults" or "Reset" option. Once the printer reboots, repeat the calibration steps and set up the printer.
   

Connecting Printer to Your Check-in Device:

Basic Connectivity

1. Once a printer is ON, ensure connectivity is ON—the network light on the printer should be green.
2. If your printer shows as "Offline," "Idle," or doesn't get listed, re-check the network connectivity and set it up again afresh. If your printer is paused, press the respective 'Pause' button to clear the state.
3. When using the event venue's Internet or a router-based network, check the speed of connectivity before setting up the printers and check-in devices.

Bluetooth Connectivity

1. Switch ON the Bluetooth and the pairing mode in your printer. Set up Bluetooth pairing between your printer and the check-in device. Once done, your check-in device should connect successfully via Bluetooth.

Wired IP Connectivity

1. Plug the router cord into the power source. Connect one end of a network cable to the printer and the other to a LAN port on the router. To connect your check-in device to the router, take another cable and plug one end into the device and another into another LAN port. Avoid plugging the printer or check-in device into the router's WAN port.
2. In the printer settings, ensure the connectivity network type is 'Wired'. If a 'Permanent' IP setup doesn't help with connection, switch to 'DHCP' and reconnect with the IP shown.

Wireless IP Connectivity

1. Plug the router cord into the power source. Make sure the check-in device is connected to the router's Wi-Fi network. In the printer settings, connect to the wireless network and set up the password.
2. Ensure the connectivity network type is 'Wireless'. If a 'Permanent' IP setup doesn't help with connection, switch to 'DHCP' and reconnect with the IP shown.

Direct Wired Connectivity

1. If your check-in device is connected via an OTG or is a laptop, directly connect a network cable, one end to the printer and another end to the laptop.
2. Ensure you are using the right type of cables.

Ensuring Proper Network Connectivity for Your Printer

1. When switching between the types of connectivity for a network, ensure the network type is properly reflected in the printer device. If not, tap 'Reset network' until the right connection shows up.
2. For wired and wireless IP, ensure both the printer and check-in device use the same mode—both must be in wired or wireless connections together.
3. When connected using wired or wireless IP in DHCP mode, ensure the IP address of your connection matches the IP address shown on the connectivity screen of the printer. If there's a dynamic change, re-check and reconnect.
   

Encountering Errors While Printing

Badges

1.  If a participant doesn't have a badge available for them, an error will show up when trying to print the badge during check-in.
   
2. Ensure all participants have badges associated before the event. Badges can be created via the Backstage web or desktop app.

Printer Device

1. Check if the printer is fully intact—the print top/head is closed, labels are stocked in the right quantity, ink is filled, ribbons are functioning smoothly, and the sensor is positioned correctly.
2. For Zebra Printers - Changing settings directly on the printer: Within the Backstage kiosk/mobile app, once your Zebra printer is connected, settings are directly shown and can be edited via the app. Making any direct changes on the printer will make the settings out of sync with the app values. You'll be shown an error and asked to review and take necessary steps to keep both the printer and check-in printing device in sync.
3. When a printer gets disconnected due to unforeseen circumstances, you will be guided to troubleshoot and directed to the printer connectivity screen on the Backstage kiosk/mobile app.

Labels

1. If printed labels are inverted, ensure your media setting within the Backstage kiosk/mobile/desktop app is correct and matches your printer's invert label setting. Re-check and change this when needed.
2. In the case of blank labels being printed or the printer head stopping at the wrong position, perform manual or auto calibration again. Also, ensure the media size is correctly set in the badge layout of the Backstage app.
   

Frequently Asked Questions

1. Ensure your printer is properly connected to your computer or network.
2. Install the latest printer drivers and ensure your printer is recognized by your system (Only for Windows).
3. Log in to Zoho Backstage and navigate to the event for which you want to print badges.
4. Go to the "Printer Setup" section and select your printer from the list of available printers.
5. Configure the print settings as needed and perform a test print to ensure everything is working correctly.
   

1. Check that the printer is properly connected and powered on.
2. Ensure the printer drivers are installed and up to date.
3. Restart your computer and the printer.
4. Verify that the printer is set as the default printer on your system.
5. If using IP, ensure the entered IP address matches the one on the printer. If it is Bluetooth, ensure that Bluetooth is properly paired.
6. If the problem persists, contact Zoho Backstage support (support@zohobackstage.com) for further assistance.

1. Turn off the printer and carefully remove the jammed paper.
2. Check for any obstructions in the paper path and remove them.
3. Ensure the paper is loaded correctly and is of the appropriate type and size for badge printing.
4. Turn the printer back on and perform a test print to ensure the issue is resolved.

1. Ensure that the correct side of the badge stock is facing the printhead.
2. Verify that the badge design in Zoho Backstage is correctly configured and contains all necessary information.
3. Check the ink or toner lev.els and replace them if low
4. Clean the printhead to remove any dirt or debris that might be affecting print quality.

1. Clean the printhead using the manufacturer’s recommended cleaning solution and method.
2. Adjust the print density or darkness settings in the printer settings.
3. Ensure that you are using the correct type of badge stock and ribbon for your printer.
4. Replace the printhead if it is worn out or damaged.

1. Refer to the printer’s manual or the manufacturer’s website to look up the specific error code or message.
2. Follow the recommended troubleshooting steps for fixing the error.
3. Ensure that the printer firmware is up to date.
4. Contact Zoho Backstage support (support@zohobackstage.com) if the error persists and you need further assistance.

1. Check that the printer is properly connected to your computer or network.
2. Ensure that your computer and printer are on the same network if using a network printer. For wired connections, verify that both devices are connected to the same router or switch via Ethernet cables. For Bluetooth connections, ensure that Bluetooth is enabled on both devices and that they are paired correctly within the system settings.
3. Restart your computer, printer, and router.
4. Ensure the printer is selected as the "default" printer in the Backstage Organizer app printing configuration.
5. Contact your network administrator or Backstage support if connectivity issues continue.

1. Follow the calibration instructions provided in your printer’s manual.
2. Use the printer’s built-in calibration tools, if available.
3. Perform a test print to ensure that the badges are properly aligned and printing correctly.
4. Adjust the calibration settings as necessary until the badges print correctly.
   

1. Verify that the badge stock is loaded correctly and aligned in the printer.
2. Check the print settings in Zoho Backstage and adjust as necessary.
3. Ensure the badge template is correctly designed and formatted in Zoho Backstage.
4. Run a calibration on the printer to correct any alignment issues.
5. Ensure that the reverse badge side settings in the application and the invert badge labels setting in the printer do not overwrite each other.

1. Ensure the printer is set to the appropriate print speed in the settings.
2. Check the computer’s processing speed and close unnecessary applications to free up resources.
3. Verify that the printer firmware is up to date, as updates can improve performance.

1. Ensure the media is loaded correctly and the media sensor is clean and properly aligned.
2. Check for any gaps or issues with the media roll that might cause the sensor to misread.
3. Perform a media calibration to ensure the printer correctly detects the media.
4. Replace the media roll if it is damaged or improperly manufactured.
   

1. Clean the printhead and other internal components to remove any built-up residue.
2. Ensure you are using the correct type of badge stock for your printer.
3. Check the ink or toner cartridges for any leaks or damage and replace them if necessary.
4. Adjust the print density and speed settings to find a balance that prevents smudging.